Position Description

This position requires a high-level customer and employee interaction, so the ideal candidate will require a strong level of customer service skills and experience. The overall responsibility of this role is to ensure Tesla meets its obligations and commitments by responding to customer inquiries in an accurate and timely manner. The Customer Support team develops and maintains excellent working relationships with Tesla Owners and various internal departments to carefully and effectively address customer concerns. Qualified persons may have a background in customer support or administrative roles. Candidates will thrive in both an independent and team environment. Your core values should revolve around providing amazing service and exceeding customer expectations, while having a calm and focused demeanor.

Responsibilities

• Provide highest level of customer support by answering inbound calls and emails
• Evaluate the needs of customers and work in a creative, pro-active manner to resolve technical issues with the vehicle
• Educate our owners so they have optimal confidence in the operation of their vehicle
• Provide vehicle and charging orientation. Cater to individual customers by adapting to their
• specific learning style.
• Determine if technical solution can be resolved via phone or if vehicle service is need
• Communicate owner’s concerns with Service Managers, Service Engineering, Supercharger
• Engineering or Roadside Assistance when necessary
• Accurately record issues and data into CRM / Vehicle Support System
• Other Responsibilities: Perform other related duties as assigned, based on the business need

Requirements

• Automotive service experience or background in Technical Support or call center environment preferred
• Excellent written and oral communications skills
• Flexible schedule; team runs 24/7/365 to accommodate our customer’s needs
• Customer Management Systems-Outlook, and MS Office Suite
• Understanding of basic automotive techniques related to repair and servicing of automobiles
• Ability to follow oral and written instructions with attention to detail
• Willingness to learn new and innovative automotive technologies
• Willingness to assist and mentor others on the team
• Effectively handle multiple priorities, organize workload, and meet deadlines
• Most importantly; have the ability to put out customer’s needs first and do everything necessary to accommodate their concerns and requests with the highest level of service, courtesy and respect